I have been using this site for gambling not knowing that they do not hold a UK Gambling Commission licence.

I have an addiction problem and I contacted their live chat to request account closure. They told me I had to email this request, which I did. My request was ignored.

I submitted another email request, explaining I had an addiction and required immediate account closure. This was also ignored. As were subsequent further email requests.

this left my account open, and as an addict, I continued to spend money on this site.

i reached out to the live chat for help several times and was told they could not help me, send an email.

I asked to escalate to complaint, I was told to use the SAME email address I had been ignored many times! I said as much and was told basically tough, they can’t help.

I asked to speak to a manager. I was told that was impossible.

I went on to spent a further ￡1000 after requesting account closure on top of what I had previously spent.

I reached out for help many, many times and was ignored for weeks.

they eventually did close my account but ignored all requests for a refund. I have tried resolver and escalating to IBAS - they can’t help.

move messaged casino lab directly, I have again been ignored. I have even tried to reach out to ‘Max’ at Digika - a Senior Affiliate Manager as they run the casino from what I could see…. Again I have had nothing back.

I don’t know where else to go with this.

please, please help me.

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Lab.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise when your account was closed?
• Could you please share your self-exclusion requests with me? Please share the information with my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request at all? Could you please share what they replied?

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Tomas

i replied to your email link including all the evidence and information you requested.

Can you please confirm receipt of this as the status of my complaint still reads that you are awaiting a response from me.

thanks

Thanks for your patience.

Could you please explain when you sent this email (screenshot below) to the casino?

Would you be able to forward the original email to me instead of sending a screenshot?

Looking forward to your reply.

Hi

this was a screenshot of a message I sent on the platform and as they have closed my account (finally) I can no longer access this.

however this was sent 10/04/2025 according to the screenshot I took at the time

thanks

claire

I do have many emails asking for account closure and removal from marketing though if you want those?

Thanks for your patience.

You may send those emails, as well as evidence. My email is [email protected]

Could you please explain when the casino closed your account?

When was the last time the casino allowed you to deposit?

Hi

I have just forwarded 6 emails to you - none of which I had any response from casino lab.

my last deposit was in May 2025.

Thank you very much, Gizmo1981, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Many thanks for all of your help Tomas

Hello Gizmo1981, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Casino Lab to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Do I have to re send everything again?

I have already sent literally everything to your colleague Tomas

As the original message states:

 I would also appreciate if the casino could provide us with any and all relevant evidence. 

All the proof sent by you has been uploaded amongst the case files by my colleague Tomá?, and I have already reviewed it myself, to get familiarised with the case. :)

I’m so sorry Matej, I misread your message.

apologies…..

Dear Gizmo1981,

We would kindly like to apologize for the delay and any inconvenience this may cause.

Please be assured that we are working with high priority on your case.

We will inform you with further updates as soon as possible.

Thank you for your patience and understanding.

Best regards,

Casino Lab team

Dear Matej, 

We would like to inform you that an email has been sent to you, which contains the attached evidences.

We will await your update with appreciation.

Kind regards,

CasinoLab team.  

I can confirm receiving the message and before I post an update, I have requested additional information regarding this case. So far it seems like the system had a delay in receiving the message that could prove problematic.

Hello Matej, 

We have relied to your email. We will wait for your update. 

Kind regards, 

CasinoLab team. 

I have requested additional information from the CasinoLab team, and will update on the whole situation once received.